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We live in hyper-competitive world, where customers, whether internal or external, are spoiled for choice. Developing a customer service attitude and mindset has become one of the most crucial and essential skills for any organisation wanting to retain and/or delight their customers.
This engaging, informative and highly interactive workshop has been designed to enable participants to meet and exceed the expectations of your customers, internally and externally.
Participants will learn to take a resolution focused approach, acquire the tool to engage with customers through effective listening, and understand the importance of acknowledgement and empathy in dealing with difficult situations.

Learning objectives

By the end of the session participants will:

  • Have the mindset of understanding and delighting customers
  • Listen and ask questions to fully understand the situation/issue
  • Understand the different kinds of customers and be able to adapt their approach
  • Manage upset, angry and difficult customers even more effectively
Developing a customer service attitude

Developing a Customer Service Attitude

is available as

Tailoring our design for you

This outline provides a great flavour of the skills and knowledge your people will benefit from by attending any Speak First training or coaching on this topic – whether standard, tailored or bespoke.

Here’s how Speak First can make the training even more relevant for you and your people:

Tailored Design

Tailored design develops existing content and enhances it with relevant case studies, role-plays and more to make the learning even more effective for your people

Bespoke Design

Working in partnership with you, we develop bespoke solutions that incorporate this, and other topics, to create custom solutions for your organisation’s specific needs

Sample Participant Journey

All our training and coaching can be booked as a one-off course or session where your people will leave with the confidence, tools and skills needed to put their learning into practice Many of our clients work with us to reinforce this learning, while following the 70:20:10 framework, with 1:1 coaching, virtual webinars and learning bites to embed the learning and make it sustainable Here’s a sample of how that journey could look for your people:

Participant needs identified
Line managers briefed on learning programme
Attend face-to-face training course
Workplace activities and line manager coaching
Participate in virtual webinar
Workplace activities and line manager coaching
Individual 1:1 telephone coaching
Follow-up activities and/or action learning

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